Airlines Push Surveys on Fliers, Make Big Changes

4/3/2013 12:32PM

Airlines have gotten much more aggressive about surveying customers, tying executive bonuses directly to surveys and even giving individual captains survey scores. Scott McCartney joins Lunch Break looks at how fliers can make their voices heard (really).

This transcript has been automatically generated and may not be 100% accurate.

... I ... a twenty doubts when does that a complaint to the airlines will ... more than you'd think Middle Seat columnist and inched up a frequent flier ... Scott McCartney he joins us right now to talk about this caught ... you think the airlines are peppering the fly the Flyers with the survey's to learn about why we might DD dissatisfied ... I do now ... will that they want to know ... basically when you're satisfied with the airline would you recommend to others ... they can get lots of good feedback from the survey's but but also the more they didn't I intercepting fake passengers that ... you are in some cases they can ... keep it from filing complaints with the Department transportation to the office ... social media I mean if you if you can know ... lah soon all the over your customers ... the new year year much better off parents adopting this as they wanna improve things for us the Senate contests as they wanted this to complain that the DNC and keep its all social media ... the truth lies somewhere between a toaster but let's let's let's go for the PAS inside ... when they hear about our complaints are Bespoke exchanges ... are they actually making ... no really when you see is the smallest units on ... the consumer surveys have influenced a boarding procedures ... until those trying and baggage differences because the survey is going to install more wide eyed because I ... pointed out why Fi and a molar schoolers ... aam only down note the little things ... Virgin America added to the girls onto it said BHP addition to its inflight entertainment ... and because the complaints in their requests and in customer surveys Alaska Airlines and coach ... started pouring wine from of bottles because the customers complained they didn't like those little ... single serving ... Max is an ... Indian and American Airlines debt and each sprout channel to its inflight entertainment because customers complained or when any good rock music is now the most popular channel on your point Scotland said Virgin America and girls to their flights all the traders Heads Down Wall Street just pick right up and yet it and in the months progress and ... technology making this again a bit easier though I would imagine that within the past where they had to cut eyed News newspaper war ... yes ... just five years ago airlines are still doing surveys on paper and that's obviously of ... cumbersome but of blasting email last July United started of ... Opel ... every customer after every play with the with the survey requests on it's it's mostly the ease of getting survey out and he's using technology to process ... I can find someone one great example United as the asthe text analyzer ... that can automatically went for a particular complaint says to me in flight entertainment and work on your plate ... then you complain they know what when you're on a knoweth seat you're in ... and that system automatically triggers a maintenance to get on that see ... why instinctively knows this to myself I'm much more likely to complain that airlines and other things so ... I can see this now